Case Study: Texas-Based Primary Care Clinic achieves higher productivity and patient satisfaction with Criteria Corp

Primary Care Clinics Increase Productivity and Patient Satisfaction

Texas-Based Primary Care Clinic, a Texas-based network of primary care clinics, wanted to improve the effectiveness of its patient-facing workforce to boost both productivity and patient satisfaction. It worked with Criteria Corp and used the Criteria Basic Skills Test (CBST) and the Customer Service Aptitude Profile (CSAP) to help select medical assistants.

Criteria Corp’s pre-employment assessments were used alongside manager ratings across nine performance categories. The results showed strong correlations between CBST/CSAP scores and overall performance, and high CBST scorers outperformed low scorers in every category. Three years later, the clinic was still using Criteria Corp’s assessments and reported sustained gains in productivity and patient satisfaction.